I am posting here as a last resort to get a resolution to my AirCover reimbursement request for Booking *.
Summary of the situation:
- This was only my second booking as a host.
- The guest breached my house rules by hosting 9+ guests when the limit was 4. Airbnb has already issued compensation for this breach.
- Upon departure, the property was left in an unacceptable state, requiring a professional deep clean.
- I provided detailed photographic evidence of the condition and a cleaning invoice for £245.
- I submitted the claim within the AirCover timeframe.
- The guest declined the reimbursement request, which means Airbnb should pay directly under AirCover.
What has happened since:
- I have chased this case three times.
- Each time, I receive a templated response that it will be “forwarded” to another team.
- Shortly after, the case is closed without my consent or resolution.
- On 8 August 2025, I escalated the matter to Airbnb’s executive team and gave a deadline of 5 working days. I have had no response.
AirCover states that if a guest declines a valid claim, Airbnb will reimburse the host once evidence is provided. All evidence requirements have been met. The lack of action is unacceptable and undermines host trust in the platform.
I am requesting:
- A named case manager to take ownership of this claim.
- Written confirmation that this case will remain open until resolved.
- Immediate payment of the £245 owed.
I have removed my listing from Airbnb until this matter is resolved.
Thank you to any Airbnb staff or community managers who can escalate this internally.
**[Reservation number hidden - Community Center Guidelines]
